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Job Family Summary
Responsible for ensuring successful day-to-day delivery of technology services within assigned markets through influence, coordination, governance, and collaboration with operational teams. Serves as the primary client executive and operational liaison between stakeholders and IT delivery organizations, driving service excellence, customer satisfaction, issue resolution, and continuous improvement.
Key Responsibilities
Operational Service Oversight
- Accountable for overall service performance across assigned business units, facilities, or markets.
- Monitor operational performance against established service level objectives and key performance indicators.
- Coordinate with infrastructure, application, cybersecurity, service desk, and engineering teams to address operational issues and service gaps.
- Maintain visibility into service risks, operational challenges, and performance trends.
- Aware of knowledge and practices for overall cybersecurity standards.
Client Relationship Management
- Serve as the primary operational contact for business, clinical, and executive stakeholders.
- Build trusted relationships with client leaders through proactive engagement and transparent communication.
- Understand customer priorities and strategy to ensure operational services support business and clinical objectives.
- Represent client needs and priorities within IT operational forums.
Governance and Service Reviews
- Lead recurring Service Delivery meetings with stakeholders.
- Present service performance, risks, major incidents, improvement initiatives, and operational metrics.
- Drive accountability for action items and improvement plans across support organizations.
- Facilitate decision-making by providing data-driven operational insights.
Incident & Escalation Management
- Coordinate resolution of high-priority incidents and chronic service issues.
- Ensure timely communication to stakeholders during operational disruptions.
- Facilitate root cause reviews and track corrective actions through completion.
- Escalate risks and unresolved issues appropriately.
Service Improvement
- Identify opportunities to improve customer experience, service quality, operational efficiency, and technology adoption.
- Partner with delivery teams to implement service improvement initiatives.
- Track and report progress against improvement commitments.
- Leverage customer feedback and operational data to prioritize improvement efforts.
Project & Operational Readiness
- Partner with project managers and technical teams to ensure operational readiness for new solutions and major changes.
- Validate support processes, documentation, knowledge transfer, and transition activities.
- Assess operational impacts and develop mitigation plans prior to implementation.
- Ensure successful transition from project delivery to operational support.
Skills And Experience
- Requires 3-5 yrs relevant experience in healthcare IT delivery.
- Ability to communicate clearly at all organization levels.
- Ability to multi-task in a dynamic environment.
- Analytical, problem solving, negotiation and organizational skills.
- Ability to motivate and direct cross-functional delivery teams.
- Strong interpersonal and relationship-building skills with the ability to influence across departments and levels of leadership.
- Executive presence in presentation and communication skills with the ability to explain technical concepts to clinical and operational audiences.
- Skilled in leading cross-functional meetings, facilitating stakeholder engagement, and driving consensus across complex initiatives.
- Demonstrates initiative, sound judgment, and the ability to make independent decisions under pressure or tight deadlines.
- Exceptional critical thinking and problem-solving skills with keen attention to detail.
- Understanding of Nordic’s goals and customer requirements.
- Demonstrates a thorough understanding of customers’ business priorities, strategy, and direction.
Other Requirements
- Hybrid work environment
- 10-15% travel
- Ability to join calls for escalations or major incidents after hours and on weekends.
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Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.
